Global Escalation Engineer — Cloud Support & Incident Mgmt

Amazon Web Services; Melbourne; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

Amazon Web Services is seeking an Escalation Engineer (EM) for AWS Support within the Escalation and Event Management team. You will own incident response across global customers, coordinate with internal teams, and drive restoration of disrupted services while maintaining customer communication.

Office or remote work flexibility is offered; candidates should reside within commutable distance to an office; this role involves 24x7 on-call readiness and collaboration with cross-functional teams to

Qualifications

• 3+ years of network and operating system support experience.
• 3+ years of virtualization, orchestration and cloud computing experience (eg. Hypervisors, VMware, Xen).
• 3+ years of database administration experience.
• 3+ years of software development with object-oriented language experience.
• 3+ years of CI/CD experience.
• 3+ years of information security and compliance experience.
• Bachelor's degree in computer science or equivalent, or 3+ years of technical support experience.

Responsibilities

• Provide incident response/management for customer workloads and AWS Service Teams.
• Communicate developing issues concisely to customers and internal stakeholders.
• Improve metrics like mean time to engagement and mean time to communication.
• Facilitate Root Cause Analysis and Post Event Reviews to minimise recurrence.
• Collaborate with AWS stakeholders to drive improvements in customer experience.
• Analyse data trends to identify potential issues.
• Develop understanding of AWS architecture and service inter-dependencies.
• Design or collaborate on automation and self-repair solutions.

Skills

Network and OS support

Virtualization, orchestration and云

Database administration

Object oriented programming

CI/CD

Information security & compliance

Education

Bachelor's degree in computer science or equivalent

Tools

VMware

Hypervisors

Telnet

tracert / traceroute

iperf

network diagnostic tools

Job description

Amazon Web Services is seeking an Escalation Engineer (EM) for AWS Support within the Escalation and Event Management team. You will own incident response across global customers, coordinate with internal teams, and drive restoration of disrupted services while maintaining customer communication.

Office or remote work flexibility is offered; candidates should reside within commutable distance to an office; this role involves 24x7 on-call readiness and collaboration with cross-functional teams to